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Customer Experience Equally Important as Price for Today’s Modern Consumer

imimobile

Good customer service is a key driver of repeat business, according to 75% of respondents 61% are willing to pay more for a better experience and 55% would change brands to receive better customer service Different generations have varying levels of comfort for different service needs, such as 19% of both Gen Z and young millennials would use social media to ask questions about a product/service compared to 4% of Baby Boomers, and 71% of Gen Z respondents would use a digital channel to manage orders, reservations and appointments compared to only 32% of Baby Boomers 47% of respondents say they believe good customer service is more important now than it was 12 months ago, pointing to integrated paths of communication in the physical and digital worlds being critical.To learn more about the findings, download the full report here. Customer experience (CX) has become as pivotal as price when it comes to purchasing decisions, demonstrating its importance to business success and a conversation that must break into the boardroom, according to research published today by global cloud communications software and solutions provider, imi mobile, part of Webex. The findings indicated a growing challenge for brands to balance and deliver three customer experience elements across all customer touchpoints – resolution, customer rapport and relevance, which imi mobile has designated the “CX Trilemma” and points to CX as a major business imperative. The inaugural “ 2022 CX Trilemma Report,” surveyed 2,000-plus U.S. and U.K consumers about qualities for good customer experience and presents findings that uncover shifting consumer preferences. Specifically, the report reveals preferences for how and when respondents want to engage and communicate with their favorite brands and businesses. Some key highlights: “Customers expect brands to meet them through their preferred channel, at their desired time with the information they require, and businesses who aren’t scaling to deliver against this increasing customer expectation will fade away,” said Jay Patel, VP & GM, Webex CPaaS. “The good news is that world-class CX can now be delivered by cloud-based technology. There are easy-to-use, multi-channel cloud communication platforms that enable businesses to orchestrate and automate their customer interactions on one, central platform, enabling the ability to resolve issues quickly, build rapport with customers and drive relevant experiences. Improving customer experience is the key business priority for 2022 that can directly impact the bottom line.” The CX Trilemma Report reveals that organizations truly committed to solving the CX challenge must support multiple channels and navigate new technology and innovation to not only meet but exceed customer expectations, especially for the Gen Z and millennials who are increasingly using more digital channels. For organizations serving multiple demographics or offering a diverse set of services, one channel simply can’t give every customer a satisfying journey. Resolution: Resolving customer problems, queries, and complaints, while being proactive with updates on products and services remain a cornerstone of a great customer experience. Respondents identified simplicity (79%), consistency (78%), speed (76%) and convenience (73%) as fundamental to resolution. Furthermore, 75% of respondents said quick resolutions influence repeat transactions. Rapport: Those surveyed called out brands for displaying a lack of empathy, transparency, and honesty as well as an inability to understand frustrations as reasons for a poor customer experience and dissuades them from using a brand or business altogether. Of this, 64% cited repeating information to different teams and having to proactively chase agents as leading factors for poor customer experience, which can also lead to negative word-of-mouth, reviews, and a tarnished reputation. Relevance: In a post-pandemic era, relevance is becoming an increasingly important part of the customer experience mix – communicating with customers on the channels they want to use, meeting them where they are and at the most convenient time (67%) while also delivering relevant, personalized communications are key for successful customer engagement (60%). What’s more, the findings unveil that every generation, industry, and region have varying preferences in regard to channels, when to be contacted and personalization of communications. “Finding the right communications mix for your customers requires a deep, nuanced understanding of them and your processes, and they are very different to those of just two years ago. To reach them in the right way, businesses need communications that work best for everyone, and this requires technical capabilities and expertise to orchestrate end-to-end customer journeys across multiple channels.” stated Patel. While you can support multiple communications channels manually, technologies such as Enterprise CPaaS (Communications Platform as a Service) make it easier to manage multiple channels, comply with regulations, and deliver a consistent, connected customer experience. About imimobile imimobile, part of Webex, provides cloud communications software and services that manage business-critical customer interactions at scale. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences. Our API and low-code Communications Platform-as-a-Service (CPaaS) offering enables large enterprises to automate, orchestrate and monitor their customer interactions all on one platform. This helps businesses to lower costs, reduce complexity and accelerate IT roadmaps. Our innovative platform and applications are being used at scale today by blue-chip global enterprises and leading public-sector organizations to deliver smarter customer interactions, such as AA, Best Buy, BT, Capitec Bank, Centrica, EE, IHG, Mercedes, Orange, O2, Vodafone and Walgreens. The business was acquired by Cisco Systems in February 2021 and has global offices across the UK, USA, Canada, India, and South Africa. www.imimobile.com. Contact Details Kite Hill PR Michael Kocher +1 704-960-2295 michael@kitehillpr.com

February 01, 2022 12:00 AM Eastern Standard Time

Minuteman Press Franchise in Winter Park, FL Celebrates 25 Years and Shares Secrets to Longevity and Growth

Minuteman Press International Inc

In 1996, Linda Sang decided to leave the corporate world and join the Minuteman Press franchise family, and she is now celebrating 25 years in business. Linda’s daughter Darcy has been along for the ride, saying in a recent newsletter, “It was a world that none of us knew anything about, but would quickly learn as every available hand was recruited to answer phones, hand collate and staple jobs and market the business for our intrepid leader. And we have been doing it ever since.” Being in business for over 25 years, Linda shares her biggest keys to longevity and growth. She says, “We keep pushing to get new customers in various methods. The pandemic initially cut down on the door-to-door marketing that has always been successful in the past for us. We currently do more social media, thanks to my daughter, Darcy, and some direct mail campaigns targeting local businesses and new businesses.” Linda continues, “We are also very attentive to our customers, keeping them informed and helping them find solutions/options for their needs. We respond to emails almost instantly and turn quotes around as quickly as possible, generally the same day if there isn’t a lot of research involved. When we make deliveries, each customer gets a ‘goody bag’ with notepads and other branded items. Many customers get excited about our deliveries, sometimes even more so for our giveaways rather than their finished jobs.” Over the past two years, Linda and her team have utilized various digital and print marketing tools available to them. She says, “We have gotten more into social media than in the past and have worked on getting high Google ratings, as customers do look at reviews. We do find that we are getting a lot of requests from Google and the Minuteman Press Internet Marketing program. We also test out the suggested methods from Minuteman Press corporate (such as the lumpy mailer and direct mail campaigns) and see what works best for us and our customer base. Otherwise, we are simply doing what we have always done through the years… provide solid customer relations.” What’s next for Minuteman Press in Winter Park? Linda says, “We hope to grow this year by reaching out to new prospective customers and generate more referrals.” Lastly, Linda reflects on the family business and says, “In our case, Darcy and I work together well and have the same goals and work ethic. My husband, Kelly, is semi-retired and helps out when we need him. When you have this situation, you don’t have to worry about someone showing up to work or leaving for other opportunities. There is always loyalty. We also find it key to treat our employees as if they are family as well. Not only does it create a pleasant working environment, but loyalty builds as well. We work lean and mean, which makes for some long days, but when you trust your employees and family, it is truly a joy.” For more information on Minuteman Press in Winter Park, FL, visit https://minuteman.com/us/locations/fl/winter-park. For Minuteman Press products and services, visit https://minuteman.com. Learn more about #1 rated Minuteman Press franchise opportunities and read Minuteman Press franchise reviews at https://minutemanpressfranchise.com. Contact Details Minuteman Press International Chris Biscuiti +1 631-249-1370 cbiscuiti@mpihq.com Company Website https://minutemanpressfranchise.com

January 31, 2022 10:00 AM Eastern Standard Time

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Personalization and Customization Are an Increasing Part of Customer Experience Strategies in Data-Rich Industries, According to Dash Research

Dash Network

Given the wide range of options for the digital and physical ordering, fulfillment, and after-service care available to both consumers and businesses, a one-size-fits-all approach to customer experience (CX) is not only outdated, but a recipe for driving customers away. According to a new report from Dash Research, that is why providing a personalized and optimized CX remains a widespread goal of both business-to-consumer (B2C) and business-to-business (B2B) companies seeking to create deeper, more customer centric interactions that are the hallmark of driving customer loyalty and a higher amount of repeat business. Providing such a personalized and optimized experience requires a multifaceted approach, which involves understanding each customer’s specific preferences and desires, assessing their typical customer journey from initial contact through post-sales interactions, and ensuring that the organization has unfettered access to the data and software tools to create and nurture these one-to-one experiences. Dash Research’s analysis concludes that the systems and processes required to support this level of tailored experience will drive revenue growth in the global market for CX personalization and optimization software and services from $7.0 billion in 2020 to $11.6 billion by 2026, representing a 65% increase in market size during that forecast period. According to principal analyst Keith Kirkpatrick, “many companies are faced with challenges delivering on their personalization and optimization efforts, often due to the presence of data silos, which prevent applications and agents from easily accessing the information that can limit their ability to identify the preferences, triggers, and processes that are most preferred by customers. Further, an overuse of personalization can negatively impact the CX if customers are questioning how certain personal information was captured, and whether its use feels overly intrusive or even creepy.” Kirkpatrick adds that the growing use of personalization and optimization to improve CX is driven by several internal and external factors, including: A shift to digital sales and marketing efforts has increased the amount of data available for use in personalization Customers increasingly expect personalized and optimized experiences across all channels Personalized offers are driving revenue growth Automation and artificial intelligence (AI) allow more efficient optimization and personalization More organizations are shifting from a traditional sales model to a customer-centric loop approach But despite the demand for increasingly personalized and optimized CX, Dash Research finds that organizations often run into challenges that impact their ability to provide more individual and friction-free experiences, including: Balancing personalization and optimization against feelings of intrusion Data quality issues Data governance, privacy, and security concerns Challenges with shifting sales and marketing approaches from a sales loop to a customer engagement (CE) model Dash Research’s report, “CX Personalization and Optimization”, focuses on the market drivers and barriers to the adoption and use of platforms, applications, and services that enable greater personalization and optimization across all facets of CX. The report also details several B2C and B2B case studies and includes best practices for deploying personalization and optimization within an organization. Market forecasts covering the 2019 to 2026 period for software and services that provide personalization and optimization functionality are provided, covering 20 industries and 5 geographic regions. An Executive Summary of the report is available for free download on the firm’s website. Dash Research, the market intelligence arm of Dash Network, provides in-depth research and insights on the worldwide CX market including a comprehensive assessment of technology solutions, business issues, market drivers, and end-user dynamics across industry sectors. Dash Research’s global market coverage combines qualitative and quantitative research methodologies to provide a complete view of emerging business opportunities surrounding contact center technologies, customer data & analytics, customer data platforms, customer insights & feedback, customer relationship management, personalization & optimization, and employee experience. For more information, visit www.dashresearch.com or call +1.720.603.1700. Contact Details Dash Research Clint Wheelock +1 720-603-1700 press@dashnetwork.com Company Website http://www.dashnetwork.com

January 31, 2022 07:10 AM Eastern Standard Time

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BitX Funding Triumphs With Record 2021 Results

BitX Funding

Fairfield, CT., January 24, 2022— BitX Funding, one of the most prominent alternative lenders in Southern Connecticut, announced a banner year for growth in 2021. Overall, revenue went up 10%, new users increased by 70%, impressions went up 300%, and business applications came in at a rate of 1,275% more than the previous year. Out of all the loans that BitX sold, Startup loans had the highest increase. “Our economy saw solid growth in small business lending and the startup loan category lead the way due to the great resignation”, said Todd Rowe, president of BitX Funding. “We continue to grow BitX revenue with support from internal sales, record marketing results, CT Innovations mentor support, and our raving fans. Our 2022 goals are to continue to build out our lending platform, grow our lender base, obtain our own lending facility, and drive client growth. Our goals are to increase revenue by 160%, have a 133% increase in units sold, and a loan amount increase of 200% in 2022.” Rowe continues to promote his company as a marketplace for small business loans, especially with young entrepreneurs. With one click, you can get a response to your loan request within 24 hours. That makes BitX Funding a partner you can trust in 2022. BitX Funding is an omnichannel marketplace for alternative small business loans and business insurance. BitX connects their clients with the right loan and lender from SBA 7a, start-up loans, short-term loans, mid-term loans to merchant cash advances and business lines of credit. BitX is where lenders compete for your business. Our top-rated lenders focus on real-life business data and cash flow, which means you can qualify for small business loans even if your credit score isn’t perfect. We care about small business and it’s our mission to secure the right funding when you need alternative small business loans within our small business loan marketplace. Contact Details BitX Funding Todd Rowe +1 203-763-1430 info@bitxfunding.com Company Website https://www.bitxfunding.com

January 27, 2022 01:05 PM Eastern Standard Time

The Customer Experience Market Ecosystem is Being Transformed by a High Level of Consolidation and Investment Activity, According to Dash Research

Dash Network

The customer experience (CX) market ecosystem is a broad web of solutions and technologies aimed at smoothing out a customer’s journey from start to finish and providing a personalized and engaging experience. On the technology provider side, these solutions aim to increase loyalty and satisfaction, optimize revenue, and allow for better targeting and retention. According to a new report from Dash Research, this market landscape has been developing at a rapid pace for more than a decade, however recent shifts in industry priorities and business models are now creating a period of significant change as mergers & acquisitions, investment activity, and new business formation reshape the constellation of market participants. Dash Research’s analysis indicates that COVID-19 in particular has resulted in an abrupt, but sustained move to digital, causing a large increase in the digital customer data stream and a greater focus on housing, analyzing, and interpreting this data. In addition, customers have grown to accept and even look for increased personalization during their customer journey touchpoints, allowing this deluge of data to be leveraged by companies aiming for deeper relationships and more engagement. “The CX market itself encompasses large players, such as Oracle or Adobe, as well as smaller companies carving out a niche in areas like personalization or customer feedback,” says senior analyst Sherril Hanson. “There are pure play companies included in the ecosystem, but many companies span multiple market segments both within and outside of CX.” Hanson adds that even established market participants are in the midst of significant change. For instance, contact centers have needed to pivot their technology and workflows to account for increased omnichannel usage and remote agents. And tied to these new demands is a greater focus on employee experience (EX), as support employees and others in the labor force have needed to respond to fast-changing models. Driven by these changes and other emerging trends, Dash Research anticipates that continued consolidation, repositioning, and investment will all continue to make the CX market a rapidly evolving ecosystem for at least the next few years. Dash Research’s report, “CX Market Ecosystem”, outlines six segments in the CX ecosystem: customer data & analytics, personalization & optimization, customer insights & feedback, contact center, customer relationship management (CRM), and employee experience (EX). The report provides an overview of the market in general and includes a brief discussion of industry trends in each segment. Dash Research has included profiles on 150 companies in the CX space. There is an additional list of 100 other industry participants included in the report, as well as an Excel-based summary of key facts and figures for the companies. An Executive Summary of the report is available for free download on the firm’s website. Dash Research, the market intelligence arm of Dash Network, provides in-depth research and insights on the worldwide CX market including a comprehensive assessment of technology solutions, business issues, market drivers, and end-user dynamics across industry sectors. Dash Research’s global market coverage combines qualitative and quantitative research methodologies to provide a complete view of emerging business opportunities surrounding contact center technologies, customer data & analytics, customer data platforms, customer insights & feedback, customer relationship management, personalization & optimization, and employee experience. For more information, visit www.dashresearch.com or call +1.720.603.1700. Contact Details Dash Research Clint Wheelock +1 720-603-1700 press@dashnetwork.com Company Website http://www.dashnetwork.com

January 27, 2022 08:15 AM Eastern Standard Time

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Say Hello to Amazon Glow: Technology That Keeps Families Connected

YourUpdateTV

Families who live or spend time far from each other have long understood how technology can help keep people connected. Over the last two years, the need to stay connected has been more important than ever. Recently, Lifestyle Expert Bethany Braun-Silva teamed with Amazon on a nationwide satellite media tour to discuss tips on connecting with family, keeping kids engaged, and how the new Amazon Glow can help. A video accompanying this announcement is available at: https://youtu.be/7Saw2MonRxg Connecting with distant family is especially important for kids – there is something so special about the smile’s kids bring to our lives, especially when they are shared with extended family and relatives. From playing games and drawing to reading and solving puzzles, the fun families and loved ones have together is so important. It is so hard to replicate these experiences when not in person together, but we try our best because we know these relationships can be so impactful. While video chatting has been a great tool over the last few years, how many times have we jumped on a call with relatives, only for our child to quickly get bored and wander off? The key to staying connected is keeping everyone engaged and visible, making virtual visits feel much more like being in person together. Amazon Glow is a new device that really makes it easy and fun for kids to spend time with remote grandparents, aunts, uncles and family friends. It’s really a new way to create bonds across generations, even when distance is a barrier. During video calls on Amazon Glow, kids read stories, play games, use physical objects and can even create art using the touch-sensitive projected virtual space. At the same time, loved ones far away can engage with the same content on their tablet or smartphone using the free Glow App. Pick from thousands of children’s books to read together, draw pictures, or play early literacy games like ABC Bubbles or classics like Chess and Checkers. Activities on Glow create engaging sensory experiences with audio, video, and tactile elements similar to in-person fun. Children have access to books, games and art activities and can experience all of these in a whole new way with remote family and friends. It’s a great resource for parents looking to provide opportunities for their children to actively use their senses while simultaneously building new family memories and connections. For more information, visit Amazon.com/Glow About Bethany Braun-Silva: Bethany Braun-Silva is the former editor at Parenting.com, one of the most trusted resources for parents online! She received her Bachelor's Degree at New York University, where she studied theater arts and creative writing. She then received an M.F.A. from Pace University at the Actors Studio Drama School. She moved to Los Angeles in 2010 where she began her career in journalism. It was a particular Broadcast Journalism class at UCLA that confirmed her passion for telling stories and being of service to the community. She worked at various media companies before landing her first job as a parenting editor. It was there that she knew she could blend her love for writing with her love of being a mom—she had just welcomed her first son Eli! Since then, Bethany has worked for Understood.org, Big Apple Parent Magazine, CafeMom, RedTri, Mommy Poppins, OK! Magazine, Hollywood Life and various other parenting publications. She can often be seen interviewing celebrity parents and of course at her local playground with her two boys. Contact Details YourUpdateTV +1 212-736-2727 yourupdatetv@gmail.com

January 26, 2022 05:01 PM Eastern Standard Time

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First United States Open Registry to be Launched in Washington, DC

COPE

A landmark Revitalization Plan for US Maritime Trade, Commerce and Strategic Competition to support and assist in resolving America’s supply chain crisis, ensure maritime sovereignty and security, and revitalize maritime commerce will be launched at the National Press Club in Washington, DC on February 1, 2022, at 1:30PM with remarks by Ambassador John D. Negroponte, the first U.S. Director of National Intelligence and former Deputy Secretary of State; the Governor of the U.S. Virgin Islands, the Honorable Albert Bryan, Jr.; and President Eric R. Dawicki of the Northeast Maritime Institute. Highlights of the Plan include the formation of the first U.S. open registry, and other maritime initiatives designed to make the United States more competitive and propel it into a stronger leadership position as a maritime nation. Governor Bryan and President Dawicki will participate in the signing of a historic agreement between the U.S. Virgin Islands and Northeast Maritime Institute which features the collaboration on the development of the first open U.S. registry. Following initial remarks outlining the Revitalization Plan, there will be a panel discussion moderated by Jeremy Greenwood, a Federal Executive Fellow at the Brookings Institution’s Strobe Talbott Center on Security, Strategy, and Technology. Panel participants include Stephen Flynn, PhD, Founding Director of the Center for Global Resilience at Northeastern University, leading Homeland Security advisor under the Bush and Obama administrations, and global expert on supply chain resilience; Admiral James Watson, Northeast Maritime Institute Trustee and former Director of Prevention Policy for Marine Safety, Security and Stewardship at the United States Coast Guard and the first Director of the Bureau of Safety and Environmental Enforcement at the US Department of Interior; Captain Anuj Chopra, Co-Founder & CEO of FNI ESGPlus; Carleen Lyden Walker, Co-Founder and Executive Director of the North American Marine Environment Protection Association, and Captain John Konrad, Founder and CEO of gCaptain. Additional commentary will be provided by Nishan Degnarain, former Chairman of the World Economic Forum – Global Agenda Council on Oceans; Jonathan Kempe, Verifai Australia; and Dr. Sal Mercogliano, PhD, Campbell University. Remarks from all are expected to cover topics such as decarbonization of shipping, capital investment in new technologies, supply chain security, transparency in shipping, economic growth opportunities, the status of the U.S. maritime industry, U.S. national security interests, and more. The event will outline how implementation of the Revitalization Plan for US Maritime Trade, Commerce and Strategic Competition will provide economic stability and environmental protection, as well as revitalize the position of the United States as a major competitor in international maritime trade and commerce while enhancing national security, both domestically and internationally. A Revitalization Plan for US Maritime Trade, Commerce and Strategic Competition was developed by a team of Distinguished Fellows at the Northeast Maritime Institute – Center for Ocean Policy and Economics (COPE) and advised by an array of leading thinkers in the maritime industry. Key elements of the plan include: Formation of the U.S. Virgin Islands’ open international ship registry—the first, and only, international U.S. open ship registry. Development of a short sea transshipment hub in the Caribbean to alleviate supply chain congestion by moving a portion of east coast distribution from land to sea and increasing the number of ports importing ever-increasing quantities of goods from overseas. Build public/private/international partnerships to address strategic maritime issues, increase transparency and enforce legal and ethical standards. Establish and implement a green shipping strategy, including decarbonization of the U.S.-flagged fleet. Establishing a Maritime Venture Capital Fund to finance commercially advanced technologies that solve maritime and ocean industry problems with a focus on environmental vulnerabilities. Modernization of the maritime workforce by deploying state of the art education and training tools in the US and abroad. Additional information can be found at COPE Advanced registration to attend this event will be required for access to the live stream. About Northeast Maritime Institute Northeast Maritime Institute (also called NMI) is a private, coeducational, maritime college offering an Associate in Applied Science in Nautical Science degree. Established in 1981, Northeast Maritime Institute is the only private maritime college in the Commonwealth of Massachusetts. The college was originally established to provide an alternative to traditional education and training, with an emphasis on preparing mariners for employment. Graduates receive an Associate degree and are eligible to receive a United States Coast Guard Masters license upon graduation. The college operates a training ship, the M/V Navigator, as well as the brigantine tall ship S/V Fritha. About COPE The Center for Ocean Policy and Economics (COPE) is hosted by the Northeast Maritime Institute – College of Maritime Science: Created to tackle some of the ocean’s “wicked problems.” A culmination of years of extensive research and conversations with leading experts in the maritime and ocean related fields, COPE is a facilitator for cogent maritime and ocean policy and economic development project initiatives linking academic, corporate, non-governmental, and governmental partners to create impactful solutions. Contact Details COPE Carleen Walker +1 203-260-0480

January 25, 2022 07:51 PM Eastern Standard Time

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Akeneo Scales Leadership Team to Accelerate Global Growth

Akeneo

Akeneo, a global leader in Product Experience Management (PXM) solutions, today announced making several key executive appointments to support its rapid expansion in the global marketplace. Following Akeneo’s recognition as one of Built In's Best Places to Work and as an Innovatech Award Winner, the hires leave the company poised to expand, drive innovation, and unlock customer success. The executive appointments include industry veterans Dagbert Sansen as General Manager for the Americas; Johan Benoualid as General Manager for EMEA and APAC; Lisa Manske as Vice President of Business Operations; and Antoine Barbier as Vice President of Product. Collectively, the new appointees bring decades of industry expertise, and position Akeneo to bring its game-changing PXM offerings to new markets in 2022. A global ecommerce leader with a 10-year record of growing companies from start-up to exit, Dagbert Sansen joins Akeneo from Rokt, the ecommerce advertising leader, where he served as SVP of Business Development. Sansen previously held top leadership roles with major U.S. software and services companies including digital experience management leader Sitecore, martech innovator STYLELABS, and open-source business software vendor Odoo. Known for his success in forging partnerships to bring complex software solutions to top global businesses such as Diageo, P&G, The Coca Cola Company, Unilever and Columbia Sportswear, Sansen has built and managed agile teams operating across Europe, North America, and APAC. In his new role as General Manager for the Americas, based in Akeneo’s U.S. headquarters in Boston, he will spearhead Akeneo’s expansion throughout the Americas with a specific growth focus on the U.S. In the rest of the world, Akeneo’s explosive growth will be overseen by General Manager Johan Benoualid, who steps into the new role following a successful four-year tenure as Akeneo’s VP of EMEA and APAC Sales. A veteran software sales manager who previously served as Managing Director for Southern Europe at Hootsuite, and as Regional Manager for Adobe, Benoualid is a powerful champion for Akeneo’s PXM offering, and has used his expertise to help hundreds of leading global enterprises to leverage the power of product data to grow their businesses and optimize sales, marketing, and customer experiences. Other key additions to the Akeneo global leadership team include Lisa Manske, who joins the company as VP of Business Operations after working as Director of Strategy and Operations for ServiceNow, the cloud computing and digital workflow management leader. Manske formerly served as Head of SMB Sales for EMEA for Facebook, and spent four year as part of the Business Operations team at LinkedIn. Educated in New York, and with experience working in France, Ireland, and the United States, she brings deep experience identifying and capitalizing on growth opportunities in new global markets. Antoine Barbier also joins as VP of Product, bringing deep technological and business operations expertise gained working for top tech companies in Silicon Valley, the United Kingdom, and France. A SaaS product specialist with 18+ years of experience working in the global digital media and advertising industry, Barbier comes to Akeneo from Ogury, where he served as SVP of Product. He previously served as Director of Product Management at Adobe, where he led digital video, display, native, and social products for Adobe Advertising Cloud, and held senior product and business development positions at TubeMogul, Rhythm, and End2End Mobile. “At Akeneo, we know we’re only as good as the people we hire — and that’s why we’re so delighted to welcome Dagbert, Johan, Lisa, and Antoine to the executive leadership team,” said Frederic de Gombert, Akeneo CEO. “All of these supremely talented leaders bring deep experience in the world of ecommerce, along with the entrepreneurialism, dynamism, and genuinely global mindset needed to scale Akeneo and bring our innovative experience-driven product to new markets. We have ambitious plans for 2022, and our new executive team gives us the expertise and strategic vision required to build out our product and expand into new markets all around the world.” About Akeneo Akeneo is a global leader in Product Experience Management (PXM) solutions that help merchants and brands deliver a compelling customer experience across all sales channels, including eCommerce, mobile, print, and retail points of sale. Akeneo's open-source enterprise PIM, and product data intelligence solutions, dramatically improve product data quality and accuracy while simplifying and accelerating product catalog management. Leading global brands, including Fossil, Staples, Tarkett, and Grundfos, trust Akeneo's solutions to scale and customize their omnichannel and cross-border commerce initiatives. Using Akeneo, brands and retailers can improve customer experience, increase sales, reduce time to market, go global, and boost team productivity. For more information, visit https://www.akeneo.com/ Contact Details Ran Xu +1 213-309-2373 ran@rosebudpr.io Company Website https://www.akeneo.com

January 25, 2022 09:00 AM Eastern Standard Time

The Retail Industry Customer Experience Market Will Reach $10.9 Billion in Revenue by 2026, According to Dash Research

Dash Network

The COVID-19 pandemic and its related recovery trajectory have impacted a wide range of industries, but perhaps none as visible as retail and e-tail. Disruptions to both customer-facing processes (shopping, purchasing, and returns), as well as operational processes (distribution, shipping, and employee/customer safety procedures) forced retailers to deploy new procedures and tools to ensure customers’ needs were met, or accelerate existing plans to place more attention on a customer’s total experience with the retailer. According to a recent report from Dash Research, the global market for retail industry customer experience (CX) and customer engagement (CE) software and services continues to experience robust growth amidst the pandemic recovery. The market intelligence firm forecasts that the global retail CX/CE market will reach $10.9 billion by 2026, up from $5.9 billion in 2019, reflecting a 2019-2026 compound annual growth rate (CAGR) of 9.1%. North America, with its large concentration of software vendors and huge base of large, multinational retailers, will lead the forecast, generating $6.3 billion in 2026 revenue, up from $2.5 billion in 2019. North America’s leadership position is also due to the relatively less restrictive privacy and data sharing laws that are currently in place in the region, compared with Europe, and the willingness of North American customers to trade access to data for both perceived and real shopping benefits. “While CX improvements are largely driven by organizational change management, software is increasingly being used to support these initiatives by managing and making available the plethora of customer data that is captured and aggregated from a variety of sources,” says principal analyst Keith Kirkpatrick. “Whether taking a platform approach or using disparate applications, the goal is to enable a 360-degree view of the customer’s interactions with the retailer, while simultaneously removing the friction points and barriers that can interfere with promptly and intelligently responding to sales queries, service requests, or complaints.” Kirkpatrick adds that the key market drivers spurring the growth of CX software and services in the retail industry include the following: The operational and behavioral shifts that were the results of the rapid onset of the COVID-19 pandemic, and the subsequent reopening process Increasing customer expectations for consistent and seamless omnichannel experiences The growing use of CX to improve sales channel effectiveness An increasing use of zero-party and first-party data to support omnichannel experiences Dash Research’s report, “CX in the Retail Industry”, looks at the current and future market issues, market drivers and barriers, and case studies within the retail CX/CE industry. Market forecasts include segmentations by geography, functional area, product offering, and visibility to the customer. The impact of the COVID-19 pandemic, as well as the changes in the retail segment that were driven by a staggered reopening, are also discussed. An Executive Summary of the report is available for free download on the firm’s website. Dash Research, the market intelligence arm of Dash Network, provides in-depth research and insights on the worldwide CX market including a comprehensive assessment of technology solutions, business issues, market drivers, and end-user dynamics across industry sectors. Dash Research’s global market coverage combines qualitative and quantitative research methodologies to provide a complete view of emerging business opportunities surrounding contact center technologies, customer data & analytics, customer data platforms, customer insights & feedback, customer relationship management, personalization & optimization, and employee experience. For more information, visit www.dashresearch.com or call +1.720.603.1700. Contact Details Dash Research Clint Wheelock +1 720-603-1700 press@dashnetwork.com Company Website http://www.dashnetwork.com

January 25, 2022 06:05 AM Eastern Standard Time

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